Glance Agent Viewer Guide

Glance has added a new agent viewer, which contains a streamlined interface and new functionality, including:

  • A responsive interface for when the browser’s width is narrower
  • New interactive icon states:
    • Hover states change icon colors
    • Active video and remote control states are indicated with a white icon and a green circle in the icon
    • Hover states for dropdown menus–customer info and settings
  • Improved usability, including:
    • Easy access drop-down menus on mouse hover.
    • User information organized under user info icon dropdown – including session ID, customer’s computer operating system type and version, browser type and version, and Report a Problem link.
    • Easy menu bar access to ending a session with the END button.
    • Easy menu bar access to “Request Remote Control”.
    • New settings icon and dropdown for selecting an agent’s video desktop camera and turning on or off accessibility.

To enable this interface, Contact Glance.

Previous Interface

New Interface

What's Changed - Cobrowse

  • Glance (G) Icon: Previously, the Glance icon contained a menu with functionality such as ending the session and requesting remote control. Now the icon is informational only, and the functionality under this menu has moved:

  • Request Remote Control has moved to the Mouse icon on the right.

  • Enable Accessibility has moved under the Gear icon.

  • Report a Problem and the Session Code have moved under the Customer Info (person) icon.

  • End a session has moved to the red END button on the right.

  • Agent Video: For customers who use agent video in the browser, Glance has added the ability to select the camera from within this UI. To change the camera, click the Gear icon on the left and select the camera you want to use. The camera you select will persist between sessions. Note: You can only change cameras before the session starts, not during the session.

Understanding Cobrowse Viewer Controls

When a cobrowse session is started, the session will open in a new browser, and the agent viewer bar is displayed at the top of the browser page:

From left to right, the following controls are available:

Icon Name Details
Glance Icon Previously, this icon contained functionality such as ending a session or requesting remote control. Now that functionality has moved to other parts of the interface, and the G icon is only informational.
Settings Provides the ability to choose a webcam or turn on accessibility.
  • Webcam: If agent video is enabled, choose which camera you want to use for the session. You can only change cameras before a session, not during a session.
  • Accessibility: If enabled, turn this switch on (blue) to enable accessibility. This feature allows agents to guide customers by clicking on a page element, which automatically activates the visitor's screen reader to read the clicked element out loud.
Back/Forward If remote control is enabled, these buttons allow you to go back or forward.
Refresh If remote control is enabled, this button allows you to refresh the page.
Customer Info Provides relevant session details and diagnostics, including:
  • Session Code
  • Visitor OS, Browser Type, and Browser Version
  • Report a Problem (if enabled)
Remote Control If remote control is enabled, provides the ability for the agent to request control of the visitor’s interface. When remote control is on, a green dot in the middle of the mouse icon is displayed. To stop remote control, click the mouse button again.
Video If video is enabled, provides the ability for the agent to show video. Click the video button to start agent video. When video is on, a green dot in the middle of the camera icon is displayed. To stop agent video, click the video button again.
END The END button ends the session and closes the browser window.

Understanding Screen Share Controls

NOTE: These changes only impact agents joining screen share sessions from the web, not the Glance Client.

When a screen share session is started, the session will open in a new browser, and the agent viewer bar is displayed at the top of the browser page:

From left to right, the following controls are available:

Icon Name Details
Glance Icon The G icon is only informational.
Settings Provides the ability to choose a webcam.
  • Webcam: If agent video is enabled, choose which camera you want to use for the session. You can only change cameras before a session, not during a session.
Zoom Provides the ability to zoom in on the screen.
Customer Info Provides relevant session details and diagnostics, including:
  • Session Code
  • Visitor OS
Video If video is enabled, provides the ability for the agent to show video. Click the video button to start agent video. When video is on, a green dot in the middle of the camera icon is displayed. To stop agent video, click the video button again.
END The END button ends the session and closes the browser window.

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